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Nerve Centre KPIs · Audit Profile · Sentiment Settings A SugarCRM instance is only as valuable as the campaigns, opportunities and target lists running through it. This audit answers four questions: (1) is the OAuth2 token / API user healthy and scoped, (2) is outbound campaign deliverability (bounce / spam / unsubscribe / delivery) staying in safe bands, (3) are marketing campaigns and flows live rather than stalled, and target lists clean rather than decaying, and (4) when SugarCRM attributes revenue, does it reconcile with the commerce sibling’s actual orders - or is there over-/under-attribution and refund leakage costing real money?

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What this audit checks

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Authentication & access

  • OAuth2 token valid (auth on /rest/v11_24/me) and not expired/revoked
  • Instance URL reachable and REST API version (v11_x) responding
  • API user role/ACL grants read on Contacts, Opportunities, Campaigns and ProspectLists
  • Dedicated OAuth2 platform set (not the default ‘sugar’) so the integration does not evict the merchant’s UI session

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Deliverability & sender reputation

  • Bounce rate above 5% sustained over the trailing 30 days (list hygiene / SPF-DKIM rot)
  • Spam-complaint rate above 0.3% (sender-reputation risk)
  • Unsubscribe rate above 2% (list fatigue or off-target content)
  • Delivery rate below 95% (inbox-provider rejection)
  • Invalid-email / opt-out share of the contact base rising week-over-week

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Campaign & automation health

  • Marketing campaigns stuck in Planning/Draft and never moved to Active (lifecycle revenue left on the table)
  • Active flows with last_enrolled_at older than the schedule window (broken trigger criteria)
  • Flow estate skewed to paused/inactive (abandoned automation)
  • Campaign open-rate or click-rate dropped > 1 band vs prior period

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List hygiene & targeting

  • Target lists with low active-member share (decaying audience)
  • Many small lists with overlapping membership (list sprawl diluting targeting)
  • Exempt / suppression lists growing faster than the deliverable base
  • Lists not refreshed (date_modified) within the campaign cadence

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Revenue attribution & efficiency

  • Campaign-attributed revenue per send below the account baseline
  • Refund rate on campaign-attributed orders above 5%
  • Checkout-to-order rate falling vs prior period (post-click drop-off)
  • High-send campaigns with near-zero attributed revenue (spend without return)

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Cross-channel: revenue-at-risk (the killer area)

  • SugarCRM campaign-attributed revenue diverges > 30% from the commerce sibling’s order revenue for the same contacts (over-/under-attribution)
  • Paying ecom customers (commerce sibling) with no SugarCRM contact or campaign engagement (CRM coverage gap / missed lifecycle revenue)
  • Contacts opted-out / invalid-email in SugarCRM who are active buyers on the storefront (deliverable revenue cut off)
  • Opportunity Closed Won with no matching ecom order within 7 days (revenue-recognition gap)

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Severity thresholds

SignalWarnCritical
sug_bounce_rate25
sug_spam_rate0.10.3
sug_unsubscribe_rate0.52
sug_delivery_rate9895
sug_refund_rate15
sug_email_open_rate2010

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Data sources

  • GET /rest/v11_24/me - Auth + API user / instance sanity
  • GET /rest/v11_24/Contacts - Contact inventory, opt-out / invalid-email and lead-source breakdown
  • GET /rest/v11_24/Opportunities - Opportunity pipeline, sales_stage and Closed Won reconciliation
  • GET /rest/v11_24/Campaigns - Campaign sends, deliverability counters and attributed revenue
  • GET /rest/v11_24/pmse_BpmFlow - Flow (process) inventory, status and enrollment recency
  • GET /rest/v11_24/ProspectLists - Target-list inventory, entry counts and active-member share